Ruth Hardimon, assistant vice president and operations manager for Crow Friedman, identified the need for a business telephone system that would meet the company's goal of improving customer service. Objectives for the system included:

Networking of all four locations, delivering centralized applications including voice mail, automated attendant and remote administration;

Mobility for its sales force with softphones on their laptops and mobile devices;

Ability to see the status of station extensions across the network for all users, regardless of location;

Ability for one receptionist to handle incoming calls for all locations, with easy transfer capabilities;

Unified Communications so users can receive voice messages and faxes in their email boxes;

Easy routing of calls to the right person with direct-extension dialing; and

Ability to support hundreds of inbound and outbound calls every week.

Mark Tygesson, a communications consultant based in Memphis, Tenn., recommended Toshiba for its quality, reliability, capabilities and reputation. Tygesson also recommended CommWorld of Memphis, an Authorized Toshiba Dealer since 1996.

Solution: Toshiba's Strata CIX Delivers High Reliability

Installed by CommWorld of Memphis, Crow Friedman's Toshiba business telephone systems support the company's four offices in Memphis and Nashville, Tenn.; Birmingham, Ala.; and Atlanta. The systems consist of:

All four locations networked together over IP via Toshiba's Strata Net and PRI. Together, there are a total of more than 100 ports. The offices share centralized voice mail and have a mix of IP5000 digital desk telephones, IP desk telephones and SoftIPT softphones. All users have Strata Call Manager for call handling.

Valerie Beaver, vice president of operations and coordinator of CommWorld of Memphis, handled the sale, customer service, and coordinated with Tygesson to ensure that all of Crow Friedman's objectives were met.

Result #1: Dependable Mobility With SoftIPT Softphones

Crow Friedman's sales team can now take their business telephones with them wherever they go in the form of Toshiba's SoftIPT softphones on their laptops or smartphones. Utilizing Internet access, they have all the same features and functionality of their desk telephones while they are on the road, including the ability to make calls, answer calls, transfer calls, access voice mail and hold conference calls.

Result #2: Presence Functionality Improves Internal Efficiency

With Crow Friedman's staff spread between the four locations as well as its road warrior sales team, it was difficult to know who was available for a call. Now with Presence on the Toshiba telephones, it's easy for employees to see who is on the phone or is available for a call. Being able to see the status of an extension at a glance helps improve internal efficiency.

Result #3: Virtually Unbeatable Reliability

A long-time Toshiba business products user, including copiers, Crow Friedman's team knew firsthand that Toshiba delivers virtually unbeatable quality and reliability, so when it was time for a new business telephone system, Toshiba was the first choice. The Strata CIX systems empower Crow Friedman's employees to communicate more effectively with customers, vendors and each other.

Networking of all four locations, delivering centralized applications including voice mail, automated attendant and remote system administration;

Mobility for the sales force with softphones on their laptops and mobile devices;

Presence capabilities for easy viewing of extension status across the network;

Unified Messaging for improved productivity;

Reduced costs of $100,000 annually by allowing one receptionist to handle incoming calls for all four locations; and

The ability to grow and migrate to new communication technologies in the future.

"Together, Toshiba and CommWorld of Memphis delivered on our key objectives of a reliable and affordable business telephone system with mobility, centralized applications, and Presence capabilities. With Toshiba and CommWorld of Memphis, we have a winning combination," said Hardimon.

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